Responsible for global service activities (i.e. Contact Center, escalated service issues).Responsible for global distributor development and performance. Responsible for ensuring our current and future digital platforms are capable of being used globally and are scalable. Develop and implement service revenue offerings to expand our customer base and grow our after-sales revenue.Lead our people and leverage our systems to continually improve our after-sales support for our global customers.Leading ad-hoc teams within services to resolve customer issues and drive process and product improvements.

• Create exceptional customer experiences by aligning focus and priorities within Technical Service, Customer Service, and Sales• Focal point for the Henny Penny Hunt Big Sales and strategic customers’ field needs• Interact with distributors and service providers to review performance and needs• Coordinate, plan, execute, and report on multiple simultaneous global retrofits, field tests, and service projects (both internal to Henny Penny and to external customers)• Track and share project deliverables using appropriate tools• Evaluate, assess, and modify activities and projects based on results• Manage and prioritize field escalations• Develop individual development plans and performance reviews for direct reports• Develop and implement formal processes for field activities• Define and revise KPIs and metrics for the team• Oversee RGA processing and trade show equipment preparation processes

• Assist with major project development including plant assessments, staffing, and exit criteria• Interface with entire workforce from floor personnel to leadership• Build relationships with key personnel• Develop project roles and goals• Manage role effectiveness and ensure goals are met• Implement tactics, methods, and weekly action plans to achieve desired results• Communicate needs and expectations to project team• Convey progress to the client organization• Support team members and aid in their development• Control project cost to improve profit margins• Provide training and expertise on technical aspects

• Supervise quality management system audits• Conduct process audits• Conduct verification audits resulting from corrective action requests and implementation• Prepare and compose audit reports• Report audit results to the client organization• Conduct gap analyses when transitioning from former to current quality standard(s)• Assisted with a quality system transition after an acquisition at a major steelmaking operation

• Perform circle grid analysis and thinning strain analysis to determine safety margin for steel stampings• Analyze problem areas on stampings and provide recommendations for improvements• Develop reports addressing formability status (nearness to failure), observations, and recommendations

• Develop a schedule for approximately 40 employees in 3 separate labs supporting a major steelmaking operation• Manage 40 employees (hiring, performance evaluation, conflict resolution, administering discipline, etc.)• Develop system for cross-training to create flexible/versatile workforce• Manage workflow in a testing facility (identify bottlenecks, reallocate resources, etc.)• Work with client’s management team to attain high levels of quality and productivity while managing hours/cost• Track productivity metrics to identify inefficiencies• Develop/update/review quality procedures, safety procedures, and controlled documents in an ISO/TS 16949:2009 certified quality system• Perform and review Process Audits on quality procedures• Perform Root Cause investigation and develop subsequent corrective actions• Create/conduct mock incidents to identify and correct safety concerns• Review/approve payroll information to provide hourly summaries for invoicing purposes• Develop schedules for equipment maintenance• Maintain inventory for critical spares

• Manage approximately 15 employees per shift• Assist in the development and improvement of safety and quality procedures• Perform quality and safety observations on employees• Train new employees on various disciplines of testing and analysis• Work alongside materials engineers to disposition nonconforming material• Manage workflow in a testing facility (identify bottlenecks, reallocate resources, expedite rush material, etc.)• Perform and review Process Audits against quality procedures

• Analyze data from each coil produced at a major steelmaking operation• Inspect material for physical defects• Disposition nonconforming material for release/repair/rework

• Perform project assessments based on specifications and stakeholder criteria• Identify key deliverables per business requirements to manage customer expectations and direct achievement goals• Develop cost management plan based on scope, budget, and schedule• Prepare risk management plan; identify, analyze, prioritize

• Assign work to 10-20 employees based on demand and work flow• Production Tracking/Logistical coordination• Fill in as Supervisor responsible for overseeing the loading and unloading of bulk freight

• Order entry/tracking• Inventory management• Process development for tracking price changes for all direct customers• Reduction of customer short pay invoices by over 400% in 2 months

• Manage Key Accounts for 15 customers while maintaining a full academic workload (order entry detail/inventory management/maintaining customer relationships)

*developed new business by cold calling randomly selected potential customers*registering clients for various sales promotions